Aetna Community Pact

Everything we do at Aetna starts with our values: integrity, excellence, inspiration and caring. These values carry through our thoughts and actions every day. They inspire innovation in our products and services and drive commitment to excellence in all we do.

Our values are a clear, strongly held set of core beliefs that reflect who we are and what you can expect from us. We welcome our community to participate with us and join online conversations within our social channels. This Community Pact ensures we operate with a shared set of expectations and guidelines. Our goal is to facilitate a healthy dialogue with each of you.

Aetna Values Wheel Aetna Values Wheel


Do use your real identity. We will too.

As you engage within our social channels, we ask that you are honest about who you are. We’d like to establish a long-term relationship with our community. As we converse with you, we will make sure to protect your personal health information (PHI) and we’ll always sign with our name so you know we’re real.

Do give us time to research your issue. We want to help you.
To help you in a secure manner, we ask that you e-mail us some personal information. This allows us to follow HIPAA privacy law and PHI. Once we receive the information by e-mail, a member of our team will begin to work your case. Our goal is to ensure the right person responds at the right time and through the right channels.

Do continue a healthy conversation online. We want to know what you care about.
Be ready to continue conversations you begin. We, along with our community, want to discuss a diverse range of social health topics. We will work toward a solution we can offer and speak candidly with each of you, while learning what our community needs.

Please keep in mind that we have the right to remove any posts, including those that involve swearing, racial or sexual slurs, bullying or overly aggressive language and we will remove such content if necessary. We want our community to be a safe place for everyone to share important, relevant information.

Do share issues with us. Be patient and kind in your approach.
We want to know what isn’t working. We just ask that you’re thoughtful and respectful in the way you tell us and the community we serve. We will do our best to address issues. We will avoid jargon terms and legal language when possible. We will be clear, genuine, optimistic and purposeful.

We want our social channels to be a healthy, safe environment for our community to discuss health and wellness-related topics. Let’s make sure it happens!

If you have questions about our social community, we want to hear from you. Send us an e-mail and someone from our team will respond: socialmediacustomerservice@aetna.com.

Read the Aetna Social Media and Community Terms of Use in its entirety.

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